Our Refund Policy: Simple and Transparent

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

To start a return, you can contact us via chat or at hello@eyefoodfactory.com.au or use the Refundid app/website to start the process. Once your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. If you decide to use Refundid, just follow the steps on their app/website to print your label.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question via chat or at hello@eyefoodfactory.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Return shipping fees for damaged products are at the charge of Eyefood Factory Australia.

Exceptions / non-returnable items
Certain types of items cannot be refunded or exchanged for a change of mind, such as:

- Original Artworks
- Custom Printing (photos)
- Gift Cards

Gift orders cannot be refunded; however, they can be exchanged. See conditions below.

Please get in touch if you have questions or concerns about your specific item.

Exchanges/Change of mind
A change of mind on a gift is not eligible for a refund. However, it may be eligible for an exchange or a gift card of the same value as the original purchase. In the case of an exchange for a product of lower value, the difference will be credited either on a gift card or as a promo code. If the value is higher, the difference must be paid by the person initiating the exchange request before the pickup or delivery of the new product.

We always encourage you to contact us before purchasing if you are unsure about the dimensions. We can guide you and provide a size guide to help you pick the best dimension. Additionally, we invite you to use our Augmented Reality tool, available for all artworks, allowing you to visualise the artwork in 3D and see if the style and dimensions match your space and expectations.

However, if the artwork doesn't fit your space, and our discretion, we may organise a return and refund/exchange. In such cases, return shipping costs are the responsibility of the client. We have flat fees per dimension except for King Size:
- Small: $15
- Medium: $30
- Large: $60
- King Size: minimum of $390 but based on dimensions and state.

Refunds
Gift orders are not eligible for refunds. Please refer to our Exchange section for available options. Refunds can be initiated online or in-store. We invite you to refer to the list of non-refundable or exchangeable items before initiating a refund request.

If you decide to use our partner Refundid, you can lodge your claim directly on their website/app, and the refund will be immediate. Otherwise, we will notify you once we’ve received and inspected your return. Please note that the maximum amount for an immediate refund with Refundid is capped at $750 (except if you used Afterpay at the checkout and have not reimbursed more than this amount yet).

If you do not want to use Refundid or if your refund request is above $750, we invite you to contact us directly to arrange the refund of the full amount, and you’ll be automatically credited on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you opt for an exchange, we will ship the new product once your original is received. If you choose a refund and would like a credit store, as soon as we receive your original order, you will get a credit store.